Sonalika Batth
BC
Summary
Results-driven & detail-oriented with global experience across Canadian and U.S. companies. I am proficient at delivering exceptional customer service, managing customer, client and patient interactions, task & timeline management, and achieving targets & goals. Major strengths include being self-motivated, proactive, detailed oriented, a quick learner, an active listener, communicating effectively, good interpersonal skills, a high level of integrity & being highly ambitious.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Harlan Fairbanks
Delta, BC
02.2025 - Current
- Client Relationship Management: Delivering exceptional customer service across multiple channels (walk-in, phone, email, and online orders via Shopify), ensuring accuracy, timely fulfillment, and a positive customer experience. Serving as the first point of contact, assisting customers with onboarding, product selection, demos, and issue resolution
- Contract Management & Regulatory Compliance: Managing the full lifecycle of rental agreements according to company policy, including document collection, accurate data entry, and processing secure payments
- Business Development: Driving revenue-generating initiatives by developing strategic "sell sheets," following up on leads, and converting inquiries into active commercial accounts
- Financial Reporting & Reconciliation: Generating and organizing revenue reports in Excel; performing back-office duties including invoice scanning, inventory write-offs, and processing credit memos.Entering and submitting payment logs to Head Office for daily settlement and close-out
- Departmental Coordination: Acts as a cross-functional liaison between shipping and service teams to optimize delivery schedules and technical service appointments
- Inventory & Asset Management: Maintaining the showroom and monitoring inventory levels, proactively ordering stock and supplies to prevent operational shortages
- Branch Operations: Collaborating with the Branch Manager on special projects, process improvements, and the onboarding and training of new staff members
- Culture & Engagement: Planning and coordinating team events and internal activities to promote a positive and collaborative workplace culture
Evening Stocker
Costco Wholesale
Langley, BC
05.2024 - 02.2025
- Transactional Accuracy: Processed high-volume financial transactions with 98% accuracy while adhering to strict cash-handling and daily reconciliation protocols.
- Member Engagement: Provided high-quality customer service by assisting up to 40 customers per shift, addressing inquiries, and ensuring a positive shopping experience
- Inventory Management-Assisted in inventory management by ensuring stock is organized and restocked on time, helping reduce out-of-stock instances during peak hours
Customer Relations & Sales Executive
Mainland Motors
Newton, BC
04.2024 - 05.2024
- Financial Advising: Assisted clients with vehicle selection, test drives, and finance guidance, ensuring a seamless and personalized customer experience
- Client Retention: Built strong post-sale relationships through follow-ups, leading to high customer satisfaction and repeat business
- Lead Management: Managed and converted existing and past leads, offering competitive deals and tailored financing options
- Goal Achievement/Sales Targets: Exceeded sales targets by closing 5 car deals in the first month and received a positive Google review from a satisfied customer, enhancing the dealership's reputation
- Workflow Coordination: Maintained daily online marketing content and appointment coordination to drive showroom traffic and engagement
- Client Solutions: Demonstrated active listening, empathy, and client-focused solutions, consistently meeting customer needs and expectations
Brand Associate
Banana Republic
New Westminster, BC
10.2023 - 03.2024
- Product Advisory & Customer Engagement: Assisted customers in selecting products, delivering personalized recommendations and expert guidance to maximize sales
- Store Operations & Customer Experience: Maintained organized stock and displays, ensuring a seamless and visually appealing shopping experience
- Cross-Selling & Relationship Building: Drove sales through cross-selling, suggesting related or complementary products to enhance customer value and encourage repeat business
RCM - Patient Service
Veradigm – U.S. Healthcare Support
India
07.2020 - 08.2023
- Patient Medical Billing & Accounts Support: Managed patient medical billing inquiries from U.S. patients by clearly explaining hospital charges, medical coding, insurance coverage, and claim status across payers including Medicare, BCBS, Medicaid, Aetna, Medigap, and Workers’ Compensation.Processed patient payments through secure online platforms, maintained accurate billing records and guided patients on portal-based payment options.Addressed medical billing disputes by collaborating with physicians’ offices and internal billing teams to ensure accurate resolution and timely follow-up.
- Appointment Scheduling & Clinic Coordination: Supported appointment scheduling and rescheduling, handled inquiries related to no-show policies, and ensured clear communication of clinic guidelines while maintaining accurate scheduling records.
- Insurance Verification & Claims Processing: Coordinated primary and secondary insurance billing by updating multiple insurance profiles in the Practice Management System and submitting claims to secondary insurers when applicable. Investigated claim denials and non-coverage issues by contacting insurance companies, documenting findings, and communicating next steps to patients and clinics.
- Privacy, Confidentiality & Regulatory Compliance: Maintained strict adherence to HIPAA privacy and confidentiality standards while handling patient health information and financial data.
- Quality Assurance & Process Improvement: Developed quality audit parameters, managed escalations, and prepared monthly management reports to improve billing accuracy and operational efficiency.
- Team Training & Mentorship: Mentored team members on billing workflows, quality standards, schedule adherence, and effective patient communication, contributing to consistent service delivery and team performance.
Call Center Representative/ Support Consultant
Allscripts Healthcare Technology
India/Supported U.S. Healthcare Clients
07.2016 - 07.2020
- Client Service & Contact Centre Operations: Delivered high-quality client engagement by handling ~40 inbound calls per day along with email and fax communications, ensuring every interaction was professional, clear, and solution-focused while adhering to Average Handle Time (AHT) and service standards
- Dispute Resolution & Case Ownership: Supported clients with invoice inquiries and dispute resolution, taking ownership of concerns and coordinating with internal teams to deliver effective solutions
- CRM & Service Ticket Management: Utilized Salesforce (SFDC) and internal CRM tools to create and manage service tickets, updated priorities based on urgency, and ensured accurate documentation and follow-ups until closure
- Confidential Documentation: Assisted with contract-related requests, including renewals, terminations, and ownership changes while maintaining accuracy and confidentiality
- Client Portal Support: Assisted clients with account and portal access by walking them through login steps, password resets, and online payment processes
- Operational Support & Internal Coordination: Raised internal service requests for equipment and operational needs to support team productivity
- Technology Utilization & Service Improvement: Leveraged technology and internal tools to improve response time, track cases, and enhance overall client experience
- Process Enhancement: Created knowledge base articles and quick-reference guides to streamline processes and support continuous improvement
- Team Training & Collaboration: Trained new team members on operational procedures, CRM systems, and communication standards, contributing to collective team success
- Quality Assurance & Compliance: Conducted quality audits of calls and case documentation to ensure compliance, accuracy, and service excellence
Education
MBA -
University Canada West
VancouverPostgraduate Diploma - Digital Marketing
MIT School of Distance Education
PuneBachelor of Arts - Psychology
Nagindas Khandwala College
Mumbai, India Skills
- Regulatory compliance and risk mitigation
- Communication and interpersonal skills
- Customer service excellence
- Problem-solving and conflict resolution
- Adaptability and continuous learning
- Multi-tasking and Cross-functional collaboration
- Enterprise System & Service Management: ServiceNow (ITSM), Laserfiche (Workflow Automation), Oracle ERP, Aptean (WMS & Service Modules)
- Healthcare CRM: Salesforce (Health Cloud/Service Cloud)
- Clinical Operations & EHR: Practice Fusion & Practice Management Systems (PMS)
- Financial Technology (FinTech): JP Morgan Chase Orbital, InstaMed, Phreesia, FollowMyHealth Patient Portal
- Data & Productivity: MS Excel & MS Word
Certification
• Bank Teller Job Simulation – Forage, 12/2025
• Serving It Right (Responsible Service BC), 01/2024
• ITIL 4 Foundation, 03/2020
• Healthcare Medical Billing, 07/2020
• Support Analyst Quality Training, 04/2018
• Serving It Right (Responsible Service BC), 01/2024
• ITIL 4 Foundation, 03/2020
• Healthcare Medical Billing, 07/2020
• Support Analyst Quality Training, 04/2018
Timeline
Customer Service Representative
Harlan Fairbanks
02.2025 - Current
Evening Stocker
Costco Wholesale
05.2024 - 02.2025
Customer Relations & Sales Executive
Mainland Motors
04.2024 - 05.2024
Brand Associate
Banana Republic
10.2023 - 03.2024
RCM - Patient Service
Veradigm – U.S. Healthcare Support
07.2020 - 08.2023
Call Center Representative/ Support Consultant
Allscripts Healthcare Technology
07.2016 - 07.2020
MBA -
University Canada West
Postgraduate Diploma - Digital Marketing
MIT School of Distance Education
Bachelor of Arts - Psychology
Nagindas Khandwala College